---
title: "Loop Returns App Overview"
slug: "loop-returns-app-1"
updated: 2026-01-22T15:55:46Z
published: 2026-01-22T15:55:46Z
canonical: "help.gladly.com/loop-returns-app-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Loop Returns App Overview

The Loop Returns App brings return data into Gladly to power both team-assisted and self-service experiences. Team members can view a Customer's recent returns—including order numbers, statuses, returned items, exchanges, pricing, and shipping details—directly in the sidebar. You can also use it in Guides to answer "Where's my return?" and generate personalized return links, enabling Customers to self-service without team member involvement.

**Built and maintained by Gladly** | [View source code](https://github.com/gladly/app-platform-examples/tree/main/loop_returns)

## Loop Returns Overview

### Benefits

**Resolve Return Inquiries Faster**

Team members see return status without switching systems.

**Enable Self-Service**

Customers get return links and status updates through Guides.

**Personalize Routing**

Route Customers with open returns to specialized queues.

**Grant Exceptions**

Approve returns outside the normal window for eligible Customers.

**Unified Experience**

Same return data powers both team-assisted AND self-service interactions.

### Supported features

| Feature | Gladly Team | Gladly (Guides) | Rules and Routing |
| --- | --- | --- | --- |
| View return status, items, and refund details | ✓ | ✓ | ✓ |
| Generate return links |  | ✓ |  |
| Grant return exceptions (allowlist) |  | ✓ |  |
| Route based on return attributes |  |  | ✓ |

### Who maintains the integration

The Loop Returns integration is built and maintained by Gladly.

## Key use cases

#### Return status self-service

**Use case**: Enable Customers to check the status of their returns without team member assistance.

**How it works:**

1. Customer asks about their return status via Chat, Email, or SMS
2. Gladly retrieves the Customer's recent returns from Loop
3. Gladly provides the current status, tracking information, and expected refund timeline
4. If needed, Gladly can provide the return status page URL for detailed tracking

**Business impact**

Reduce return inquiry volume by 30-50% AND provide instant, accurate responses 24/7.

### Return initiation through Gladly

**Use case:**

Help Customers start a return without leaving the Conversation.

**Example Customer flow**

**Customer**: "I need to return the jacket I ordered last week"

**Gladly**:

1. Identifies the Customer and retrieves their recent orders
2. Asks which order contains the jacket to return
3. Generates a personalized return link using the Loop Returns Action
4. Responds: "I've created a return link for your order #1234. Click here to start your return: [link]. You'll be able to select the jacket and choose your refund method."

**Business impact**: Enable self-service returns while maintaining brand experience AND reducing team workload for routine return requests.

### Handling returns outside the return window

**Use case**: Enable eligible Customers to complete returns that fall outside the standard return policy.

**Example Customer flow**:

**Customer**: "I missed the return window but I really need to return this item"

**Gladly**:

1. Retrieves Customer's order and return eligibility from Loop
2. Checks configured criteria (e.g., VIP Customer, order within 7 days of window closing, first-time exception request)
3. If eligible, adds the Customer to the allowlist
4. Responds: "I've made an exception for your order. You can now start your return here: [link]"

**When ineligible**: Gladly explains the policy and offers alternatives or routes to a team member for review.

**Business impact**: Turn policy friction into loyalty moments for the right Customers AND maintain operational control through configured business rules.

### Prioritize Customers waiting on refunds

**Use case**: Ensure Customers with pending refunds don't wait in the general queue.

**How it works**:

1. Customer reaches out via any Channel
2. Gladly checks their return status before routing
3. If a refund has been pending for 7+ days, the Customer is prioritized or routed to a senior team member
4. The team member already sees the return details—no need to ask "what's this about?"

**Business impact**: Reduce escalations AND show Customers you're on top of their refund before they have to ask.

*Conversation*

or

*Conversations*

(with a capital "C") provides a holistic view of Customer communications and interactions contained in the Conversation Timeline.

*Channel*

or

*Channels*

refers to the communication method used to communicate with Customers. Gladly supports the following Channels:

- Voice/IVR
- Email
- Chat (via Glad App)
- SMS/MMS
- Social Messaging: Facebook Messenger, Instagram Messaging, Whatsapp

Agents use the availability controls to receive Customers contacting in through these Channels.

![](https://connect.gladly.com/wp-content/uploads/2023/03/Availability-Channel.png)